Quality Assurance Analyst - Call Center

Colonial Group; Harlingen (TX); On-site; USD 42,000 - 65,000; Full time

Job summary

Advanced Call Center Technologies is seeking a Quality Analyst to support the Training department by monitoring calls and emails, analyzing performance data, and ensuring adherence to quality standards. You will design monitoring formats, track trends, and provide actionable feedback to site leaders to drive improvements.

The role requires basic to intermediate technical skills, strong communication, and the ability to work with diverse teams in a fast-paced call center environment.

Qualifications

• Education: High School diploma/GED; Associate’s degree or some college preferred.
• Experience: Minimum of one year in related call center experience; supervisor or training experience preferred.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care emails and chats.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management review.

Skills

Windows

Web-based environment

MS Word

MS Excel

MS Outlook

Public speaking

Report writing

Data analysis

Problem solving

Education

High School diploma/GED

Associate’s degree or some college

Tools

MS Word

MS Excel

MS Outlook

Job description

Advanced Call Center Technologies is seeking a Quality Analyst to support the Training department by monitoring calls and emails, analyzing performance data, and ensuring adherence to quality standards. You will design monitoring formats, track trends, and provide actionable feedback to site leaders to drive improvements.

The role requires basic to intermediate technical skills, strong communication, and the ability to work with diverse teams in a fast-paced call center environment.